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The Impact of Technological Development on the use of Technical Product Documentation

Authors:
Thomas Puchleitner

Keywords: technical documentation; product support; communication behavior; customer support systems; technological development

Abstract:
Late technological developments show strong impacts on customers’ communication behavior. While only years ago customers perused printed manuals in case of technical problems, they now request new ways for support. It is of crucial importance for businesses to identify these changes in communication behavior and to adopt their support offers to match customers’ expectations. This paper utilizes a multimethod-multisource approach to give insights into the new importance of technical documentation as link between customer support and product marketing. After indicating the ongoing change in media consumption, creators of technical documentations as well as product users are analyzed regarding the usage scenarios of technical product documentation. Finally, major implications for businesses are built on customers’ changed requirements of virtual support systems.

Pages: 28 to 33

Copyright: Copyright (c) IARIA, 2013

Publication date: November 17, 2013

Published in: conference

ISSN: 2326-9294

ISBN: 978-1-61208-312-4

Location: Lisbon, Portugal

Dates: from November 17, 2013 to November 21, 2013